Complaints

This profile includes complaints for Leslie's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Leslie's

  2005 E Indian School Rd # 101 Phoenix, AZ 85016-6113

  
• 

  Leslie's

  20241 N 67th Ave Glendale, AZ 85308-6653

  
• 

  Leslie's

  3425 W Thunderbird Rd Phoenix, AZ 85053-5670

  
• 

  Leslie's

  10633 N 32nd St Phoenix, AZ 85028-3201

  
• 

  Leslie's Swimming Pool Service

  4639 E Speedway Blvd Tucson, AZ 85712-4633

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problems began a few months ago when I took my polaris 360 for repair. I had sections of the hose and hose nuts replaced at their ******, ** location. Since then I have had it in and out of their ********************* location no less than 7 times. The hose splits or separates at the nut. I followed their steps to get the same result of being ok for a few days and then problems as described above. They keep piecemealing the solution instead of fixing it all. I am grateful as only 3 of the visits cost me anything but as it is under warranty why not just replace all parts with quality parts to minimize chances of repeating the events. I am beyond frustrated.

  

  Business Response

  Date: 09/13/2024

  We spoke to the store and when it was picked up the previous time, it worked and was actually repaired by our District Manager who is an expert in this field. He fixed his cleaner clog and fastened the nut on the hose - this goes above the normal scope of work our stores are required to complete. If the cleaner is still having issues, please bring it back to the store for review. We will work on it per the warranty and will need it in store to be able to confirm warranty period based on the original order date. 

  Customer Answer

  Date: 09/13/2024

  The equipment is currently in the store being worked on. The equipment is been in the store 3-5 times after the district manager worked on it. I am grateful for their help but long term need it fixed for good. 

  

  Business Response

  Date: 09/17/2024

  Please confirm you have the cleaner in your possession. The store provided notice to our team that it was already picked up.

  Customer Answer

  Date: 09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 26, 2024 we went to the Leslies on Beltline Rd in ****** ** to buy a new pool filter and free installation. We selected model Jacuzzi JDE60 and used the price matching guarantee to get it and a lower price.An employee named ***** was very helpful. She said unfortunately they didnt have it at the ****** location but would have it shipped from another store. She called the nearest location and they said theyd send it to ****** and wed just be required to pick it up and theyd install it and we said that was fine. She then said it would take a maximum of five days for it to arrive and theyd call us when it came in.Five days later we called at four pm when we hadnt heard from them. The man who answered said he didnt have any information on the filter but that ***** worked the next day and to call then. So on the 31st we called and got ahold of ***** and she informed us that it was delayed but would be arriving any day and wed get a call but never did.Today, September 6th, 11 days after we ordered it and 6 days after it was supposed to arrive, I just got off the phone with a person named ******* at that location and he told us that we were nowhere in the system and as far as he could tell an order wasnt placed.This entire time our pool has been in a steady state of decline along with our faith in Leslies. I couldve ordered the product elsewhere but didnt based on my trust in Leslies and the understanding that it would arrive asap. Now, when I went to check with the competition theyre out of stock and Im out of luck. Im very disappointed in the company and the apathy theyve shown in regard to customer support and satisfaction.

  

  Business Response

  Date: 09/13/2024

  We apologize for the delay and frustration. A Service Manager picked up the unit from Store 1078 and will deliver it to Store 227 on Tuesday. ***** had not picked up the unit from us and due to the size, it would not fit in a car. Thank you to our Service Team for helping out this customer. It will be available by end of day Tuesday for pick up.

  Customer Answer

  Date: 09/13/2024

  I cannot consider this matter closed until the promised filter has ACTUALLY been delivered and installed. I have received several assurances in the past the item was in transit and they were all eventually discredited

  

  Business Response

  Date: 09/15/2024

  The filter will be available for pick up by end of day Tuesday. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/24/24 I went online to Leslies pool supplies to buy chlorine tabs and shock for my pool. When checking out, there was 2 options to receive my items. Either ship to home or pick up in store. I selected pick up in store for both items. After sale discounts and tax the 2 items I purchased came out to $227.26. My card was charged for that amount. When I came to pick up the items I was told by the cashier she had only seen the shock on my order. I told her I also bought 35lb bucket of chlorine tabs and showed her my email. She appeared confused because she didnt show that when processing the pick up order. But she got some help and when they typed in my order number they could see my purchase of both items and that they had been paid for. I asked if they had the tabs in stock, although I could visually see many buckets of the tabs on the floor. She said yes they had plenty so she wasnt sure why it didnt come up for her initially. So then I was told to wait for them to call corporate to figure out the issue before I could leave with the items I had already paid for. I waited as they called, and ultimately left with the 2 items I ordered and paid for. Today however, I found an additional charge for $169 on my bank acct. The cost of another bucket of tabs. I called the corporate # to resolve this and was given the run around initially. I was told they are authorization holds and it was because I selected ship to store. Which I didnt I selected pick up in store and I dont understand why I would need them shipped to the store when they were in stock. Also, either way I dont understand why am I being additionally charged, or having my funds held for items that I havent ordered or received. Whether or not they are shipping more tabs to the store to replenish there inventory or not, the $227 charge encompasses my tabs and that should be my only customer responsibility. Awaiting for this to be resolved still, so they still have my $169 for items I do not have.

  

  Business Response

  Date: 08/28/2024

  Our system does create pending charges (holds) when orders are created to ensure we are able to charge upon shipment. Sometimes banks don't release those funds immediately and can appear to look like multiple charges. We apologize for any confusion. We show the customer was charged one time for $227.25. 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pool heater (Raypak) from ****** in July. They sent the technician to install it on 7/31/24. After using 1 week, the heater stopped working. We called that technician to check then he sent a trainee to come. However, the trainee can't find the reason why the heater doesn't work, so he asked us to reach out the manufacture (******) of the heater on my own. The next day, I went to ****** to looking for their help because we bought the product from them. In the end, the answer that ****** gave me was to let us contact the manufacture of the heater ourselves. I tried to call the ******, they asked us to find the warranty providers on their website and call them one by one to find which one would like to come to check for us. So far no one is willing to come. The product I have just bought for a month under warranty are completely unusable, and I even can't find any part to repair for me. As a consumer from ******, Leslie should have the responsibility and obligation to do a good after-sales service. At least they should contact the manufacture that they placed order from because we as the customer we don't know who ****** will buy from. Besides, I've only bought it for a month. Now I can't use it as well as I can't return it, and I don't know what to do now.

  Customer Answer

  Date: 08/27/2024

  Leslie's is passing the ***** The heater was installed on 7/31/24 and stopped working only 1 week after. The person who said we called after couple weeks is had no idea about the timeline and lying. We as the customer bought the product from your store, and after it was installed, all the problems that occurred need to be solved by ourselves and the manufacture. That's ridiculous. So as a seller, you just need to put the money in the pocket? I want to know that I bought something like this from you Leslie's, but it was broken after 1 week I installed. You will neither repair it nor return or replace it for me. I did try to contact ******, but the problem still can't be solved. So I'll go back to the basic solution which is whoever I bought it from should help me figure out the problem. That's the basic common sense of buyers.

  

  Business Response

  Date: 08/29/2024

  The warranty is with the manufacturer and we highly recommend the customer file a claim with ****** to ensure resolution begins quickly.

  RayPak
  ************
  *****************************************************

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Polaris VRX IQ+ to Leslie's Pool supply in *********, ** on July 8, 2024 at 930AM because it is under warranty. I was told by the Manager that my unit would be returned to me in 1-2 weeks. It is now August 6th and I am not being contacted at all by the store. It is costing me money to have a pool service come out and clean my pool.On the day I dropped it off she told me she would call me to let me know what the diagnostic told her needed to be replaced or ordered. She never did call me and it took her days to even look at it. Then she needed paperwork from me which I only found out from another employee because I took the initiative and called and asked what was going on. Both times they ordered parts, they sat in the shop for an excessive time before being installed and rechecked. I called ******* and they told me that the 2 parts the manager told me were "denied for some reason" were actually delivered on July 29th at 4pm and I have the tracking showing it. My unit is just sitting there.I have come to the conclusion that they have staffing issues but this lack of communication, lack of customer ********************** and excessive holding of my device is unacceptable. I do not know when I will receive my device back and it seems that they are not updating the status. It seems to be being held hostage. I just want them to do what they promised.

  

  Business Response

  Date: 08/08/2024

  We apologize for the delay. We spoke to the store and they stated they spoke to the customer today. The parts arrived and the cleaner is being repaired. As long as it is repaired successfully we anticipate pick up for Saturday but the store will be in contact with the customer once *********************** are complete. 

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a service with ********************* to complete a light bulb and gasket replacement for our spa. I noted in the comments on the appointment booking site that I did not have the replacement on the premise. A technician came out and charged me $196.10 to tell me that my spa light was out and needed to be replaced, which was the reason for the service call. When I inquired if he would be changing the light he said no that that would be an additional $355 and that I would need to purchase the light bulb separately and have it mailed to the house. At no point prior to the technician coming out was I notified that I need to provide my own materials to have the spa light replaced. The company changed me $196.10 to tell me that the light was out which I knew and was the reason the appointment was scheduled for the technician to replace the spa light.

  

  Business Response

  Date: 07/30/2024

  Hello, 

  This customer used the online form to request a service appointment. The form explains, if you do not have the product required for replacement that the appointment is for "the technician to come out and make recommendations for what to purchase." Diagnostic service appointments are needed by some of the customers and this is what the customer chose. As a onetime courtesy we can add $75 to the customer pool perks account to assist in rectifying the frustrations. Please let us know if the customer accepts our one time offer. 

  Customer Answer

  Date: 07/30/2024

  The appointment was scheduled to have a pool light replaced.  While the online form stated that a recommendation would be provided, nowhere on the form did it state that a $140 service call charge would be the cost to have a technician come to the house and merely placed a phone call to the Hayward representative.  No recommendations were made by the technician in this scenario.  The customer had informed the technician upon arrival that the existing light was not functioning and required replacement and also provided the model number of the replacement light as part of the customers own due diligence prior to the appointment.  There was no service provided.  Customer is agreeable to pay for the $45 trip charge but it is completely unacceptable to charge customers for *********************** not provided( in this case Leslies assertion that there was an assessment and recommendation provided by the technician which did not occur)   

  

  Business Response

  Date: 08/01/2024

  The service appointment was approved by the customer and as stated previously we can definitely apply $75 to the customers Pool Perks account as a courtesy. 

  Customer Answer

  Date: 08/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool robot cleaner for $219.99 well it didnt work in my pool so I brought it back and they said my pump wasnt big enough but they wouldnt give me a refund I only had it 15 days

  

  Business Response

  Date: 07/29/2024

  Our store leadership team offered this customer store credit as an exception to the return policy. The customer did not have the box and has been using it for 20 days. We wanted to make an exception for this customer hence offering store credit. The customer declined our offer. 

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a top of the line Polaris VRX iQ+ pool cleaner from Leslie's in 2020 which carried a 2 year extended warranty. AT the time the Leslie's representative told me Leslie's customers automatically get a one year extension of the warranty. Leslie's has honored their warranty and I am satisfied with their service. However, after the 3 years passed, the unit stopped working and I have filed a claim with ***************** To be clear, and I am not seeking any more service from Leslie's but... I desperately need a copy of the 2020 extended warranty or some documentation of it for my claim with *****************

  

  Business Response

  Date: 08/02/2024

  The Polaris VRX has a 2 year manufacturer warranty.  The extended warranty items are Jacuzzi products only so this item would not have qualified. Even if it had a 3 year warranty it was purchased in 2020 and would of expired on 2023.

  Customer Answer

  Date: 08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************************
  
   
  

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Be warned. They have advertised sales, that their machines dont ring up. Then when you come back for a refund of the different, they refuse to honor it. They have a price match guarantee, that they dont honor. They also do not take returns, and dont tell you, after they pressure you by telling you need this chemical... but its typically 50% cheaper at any competitor. This company has real shady business practices. They even post on their windows that they are BBB accredited and BBB says they are NOT!

  

  Business Response

  Date: 07/29/2024

  Hello, 

  We are BBB accredited. 

  Also, here is a link to our price match policy: ************************************************************

  If you would like us to look into a specific request please provide more detail so we can do so. 

  Thank you.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 26, 2024, I dropped off my Polaris VRX IQ plus pool robot for repair. My unit is under warranty and I was told it would be ready in one week. To this day, July 8, 2024, I have not received my unit back. I had the need to contract a business to clean my pool. I am very concerned that my unit may not be retuned to me in the next days and will have to contract the pool cleaning company again. Today, I contacted the manager from the local Leslies Swimming Pool Supplies store located in *********, *****, who told me that she was being treated at the hospital due to an accident that occurred at the store. She said that the store was closed until a cleaning crew can deal with a chlorine spill and make the store safe again. Unfortunately, the store manager does not know when that is going to happen. In the mean time I am having to call a pool cleaning company and continuously spending money when I feel because my robot status continues to an ongoing problem with the store. To this date, I dont if or when my unit is going to be retuned.

  

  Business Response

  Date: 07/15/2024

  The cleaner is ready for pickup at the ********* location where the customer dropped off his unit originally.

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************